Who to claim delay repay from when bought from one TOC, but the delay was with another

[702]

I recently traveled on a ticket from Edinburgh to Hellifield via Lancaster. Edinburgh to Lancaster was with Avanti and was on time, Lancaster to Hellifield was Northern and was delayed.

The ticket was bought through Avanti. Who do I apply to for delay repay?

I have tried both, and was rejected by both initially (though with room to appeal). I paid Avanti, so it makes sense they should repay me, but the delay was not their fault, but Northerns, so maybe they should repay me? Which should I appeal to?

Thanks very much!

 

[stuartl]

Delay repay is claimed from the TOC that caused the delay. However I seem to remember a few threads on here where Avanti and Northern pass the buck between each other.

 

[jfollows]

Delay Repay is claimed from the operating company that first caused the delay in a journey. So Northern in this case.

Refunds are a completely different thing and apply, for example, when trains are cancelled and you choose not to travel, and these do indeed need to be claimed from the company from whom you bought the ticket.

Delay Repay from Northern in this case based on your final arrival time in Hellifield versus the booked arrival time on your itinerary. Claim against the complete itinerary, IE Edinburgh-Hellifield and whatever you paid for it.

 

[AlterEgo]

Northern are responsible for delay repay. Are you sure you've claimed delay repay, rather than trying to refund your ticket? These are not the same thing.

 

[702]

Thanks everyone. I may have been a bit loose with my language, it was definitely delay repay I applied for ("Thank you for your Delay Repay claim. The ticket provided is not valid for the journey you've claimed for. Therefore, your claim has been rejected on this occasion."), so will continue the fight with Northern. Wish me luck!

 

[Mcr Warrior]

"Thank you for your Delay Repay claim. The ticket provided is not valid for the journey you've claimed for. Therefore, your claim has been rejected on this occasion."

@702. Really?! So, what ticket(s) did you actually have?

 

[Coleridge]

"Thank you for your Delay Repay claim. The ticket provided is not valid for the journey you've claimed for. Therefore, your claim has been rejected on this occasion."

That is precisely the wording that Avanti used when rejecting my perfectly valid and straightforward claim for Delay Repay recently. The appeal was rejected too. I eventually had to make a complaint to Customer Services, who appealed on my behalf and it was paid within a few days.

 

[Hadders]

You should claim from Northern. But you also need to input the whole journey you made when you submit the claim, i.e. the first leg Edinburgh to Lancaster and the second leg Lancaster to Hellifield. Don't just enter the details of what was delayed.